Zoostorm Technical Support and Warranties

Thank you for purchasing a Zoostorm computer. Although we do our best to ensure the quality of every computer, we are sorry that you may be having an issue with yours. You can however try the simple resolutions on this page to help resolve your issue. In case you have your Zoostorm Manual to hand, some of these options are already documented here.

Whilst running through the options below, please keep notes on any messages or warnings that appear. This will help out technical support staff diagnose any potential issues, should the need arise to contact them directly.

If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible.

Windows 8

Windows 8 Check Disk

Move the cursor to the top right corner of the screen to bring up the charmbar.

Click on the powericon, then hold the shift key on the keyboard and at the same time click Restart.

Click on Troubleshoot

Click on AdvancedOptions

Click on CommandPrompt and login.

In the Command Prompt, type in ‘chkdsk c: /r’ without the ‘ marks

Leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.

Repeat this test with this command in ‘chkdsk d: /r’ and again, see if there are any bad sectors at the end. (Roughly 7 lines up from the bottom)

After this, please try the unit again to see if the fault is resolved.

If any bad sectors appear, please inform us immediately as the test will have failed.

Windows 8 Memory Test

To run Windows Memory Diagnostic, please follow the below.

On the start screen, search Memory Diagnostic Tool

Press Enter to begin the test

When you have the blue screen, please press the F1 key for options

Select Extended from the list using the down arrow key

Press the Tab key to select Pass Count

Change the Pass Count to 20

Press F10 to save changes

Keep an eye on the unit every hour or so to make sure it does not fail the test.

The test usually takes approximately 1 hour per GB of memory, per pass e.g. 2GB of memory will take 4 hours. Please run the test for 2 complete passes. If the machine gets stuck at 21%, please do not worry. This is due to this part of the test not being able to update the screen, and this is quite normal.

Windows 8 Refresh via Failover

If you cannot access your Windows 8 Operating System, please follow the below guide to refresh by using the Auto Failover option. To do this, please follow the below guide:

Turn the unit on

When you see the spinning circle on the screen, please turn the unit off by the power. If you have a laptop please remove the battery and disconnect the charger to turn off.

Repeat this twice more

On the fourth time, please leave it to start as normal

This should come up with the Autofailover options. Select Advanced from here

Choose Refresh Windows, follow the on screen prompts and leave to complete. ***This will remove all user installed programs/drivers from the machine and reset it back to its factory settings. All data should still be intact.***

Windows 8 Reset via Failover

If you cannot access your Windows 8 Operating System, please follow the below guide to reset by using the Auto Failover option. To do this, please follow the below guide:

Turn the unit on

When you see the spinning circle on the screen, please turn the unit off by the power. If you have a laptop please remove the battery and disconnect the charger to turn off.

Repeat this twice more

On the fourth time, please leave it to start as normal

This should come up with the Autofailover options. Select Advanced from here

Choose Reinstall Windows, follow the on screen prompts and leave to complete. ***This will remove all data from the machine and reset it back to its factory settings.***

Windows 8 Refresh via Login Screen

If you cannot access your Windows 8 Operating System, please follow the below guide to refresh by using the power option at the Login Screen. To do this, please follow the below guide:

Turn the unit on

When you’re at the login screen, click on the Power Button on screen, hold the left Shift key and click on Restart at the same time.

On the Troubleshooting screen that appears, click on Troubleshoot

Choose Refresh Your PC, follow the on screen prompts and leave to complete. ***This will remove all user installed programs/drivers from the machine and reset it back to its factory settings. All data should still be intact***

Windows 8 Reset via Login Screen

If you cannot access your Windows 8 Operating System, please follow the below guide to reset by using the power option at the Login Screen. To do this, please follow the below guide:

Turn the unit on

When you’re at the login screen, click on the Power Button on screen, hold the left Shift key and click on Restart at the same time.

On the Troubleshooting screen that appears, click on Troubleshoot

Choose Reset Your PC, follow the on screen prompts and leave to complete. ***This will remove all data from the machine and reset it back to its factory settings***

Windows 7

Using Internal Recovery

The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.

Keep tapping F8 on boot

Choose ‘Repair Your Computer’ from the Windows Advanced Start-up Menu

Follow the on screen prompts to log in under your username

Click on Reinstall Windows

Follow the on screen prompts

Using External Recovery Media

Please insert the CD and turn the unit off.

Turn the unit back on and keep tapping the Space Bar

Press Enter on ‘Windows Setup EMS Enabled’

Leave the machine to load files

Read the warning message that appears on screen (basically advising all data will be wiped)

Press Y then Enter to confirm

Leave the machine alone for 15 minutes while recovery completes.

Memory Test – Vista and Windows 7 only

Turn the unit on and keep tapping the Space Bar

Press the Tab Key (above Caps Lock) to select Memory Diagnostic

Press Enter to begin the test

When you have the blue screen, please press the F1 key for options

Select Extended from the list using the down arrow key

Press the Tab key to select Pass Count

Change the Pass Count to two

Press F10 to save changes

Keep an eye on the unit every 5-10 minutes to make sure it does not fail the test

The test usually takes approx 1 hour per GB of memory, per pass e.g. 2GB of memory will take 4 hours.

Check Disk – Vista and Windows 7 only

You can also check your hard drive is functioning correctly.

Turn the unit off, and then when you turn it back on again, keep tapping the F8 key.

Select Repair Your Computer and wait for the program to load.

Select your keyboard layout and press Next, then enter your windows username and if you have one, password and press OK.

Click Command Prompt, and type in ‘chkdsk c: /r’ without the ‘ marks and press Enter

Leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.

When this has completed, please run the chkdsk test again but with D: instead of C: e.g. ‘chkdsk d: /r’

Again, leave this test to run and see if it gives any errors such as Bad Sectors. The last error (error 50) can be ignored.

Both of these tests in total will take about 1-2 hours to complete.

System Restore – All Operating Systems

The unit comes with a hard drive based recovery solution. If you need to repair the O/S, please follow the below guide.

Click Start

All Programs

System Tools

System Restore

Wait for the next screen to appear

On the next screen, choose a date 5-10 days before the issue first occurred

Follow the on screen prompts to restore the machine back to the chosen date

When it’s complete, leave the machine to reboot and see if the issue is resolved.

If you are still having problems please contact Technical Support on 0344 800 6183. If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible. Alternatively you can email us at: support@zoostorm.co.uk.

If you are still having problems please contact Technical Support on 0344 800 6183.If you need to contact support, please ensure you are by the unit and have your serial number to hand before calling. This will ensure we can deal with your support call as efficiently as possible. Alternatively you can email us at: support@zoostorm.co.uk.

Please check your charger is firmly plugged together, and that it is plugged in to the mains and laptop firmly. Also check the mains socket is turned on.

Press and hold the power button down for 2 seconds to ensure the laptop detects the button press.

Power reset your unit:

Remove all connections, remove the battery and press the power button 10 times.

Reconnect everything and try again.

Desktop

Please ensure you have followed the manual and connected your monitor to the correct port.

If you have an upgraded graphics card installed, these will be horizontal towards the bottom of the system. You may require a DVI to VGA adaptor in some cases.

If you have a standard built in graphics card, you need to connect the monitor to the upper vertical blue port by where the USB ports are.

Your manual has an illustrated guide on this procedure, in case you need any clarification.

Please check all cables are firmly connected in to both the tower unit and the monitor, and that the power leads are connected to the wall and turned on. Please also check the rear of the tower by the power lead, as some units come with a mains isolation switch. Please make sure the ‘I’ is pushed in to the power supply.

If your monitor is connected and you still have no display, please try a power reset:

Remove all connections and press the power button 10 times.

Reconnect everything (ensuring you have the correct monitor port) and try again.

If you have Windows Vista, and are getting the message ‘The system is not fully installed, please restart the machine and run setup again’, you will need to contact the technical support department for a diagnostic and recovery CD. This usually indicates the machine has been turned off or interrupted during setup.

The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.

The unit comes with a hard drive based recovery solution. If you need to re-install the O/S, please follow the below guide. This will remove all files and data on the computer so a backup must be performed before continuing.

Keep tapping F8 on boot

Choose ‘Repair Your Computer’ from the Windows Advanced Start-up Menu

Follow the on screen prompts to log in under your username

Click on Reinstall Windows

Follow the on screen prompts

Using External Recovery Media

Please insert the CD and turn the unit off.

Turn the unit back on and keep tapping the Space Bar

Press Enter on ‘Windows Setup EMS Enabled’

Leave the machine to load files

Read the warning message that appears on screen (basically advising all data will be wiped)

Usually if you cannot connect wirelessly, this is because the wireless option on the unit has been disabled or has not been turned on.

Depending on the unit you have, these are the three main options to turn the wireless on.

Freedom 8.9” & 10” Netbook

Please enable the wireless by holding the Fn key at the bottom left of the unit, and tapping the F2 key whilst being logged in to Windows.

This will then enable the wireless connection on the unit.

Zoostorm Clevo Notebook

These units are identified by 7-8 green lights at the bottom left of the unit by the touchpad, and the manufacturer’s logo of ‘CLEVO’ on the underside.

To turn on the wireless on these models, whilst in windows please hold the Fn key and tap F11 once. The third light from the left will illuminate or flash to show the wireless is now enabled, and you may also get a message on screen to advise this.

Zoostorm VME50 Notebook

This unit is identified by White system lights, a white light in the power button, and three symbols lit white to the right of the power button

To enable the wireless, please press the middle wireless icon to the right of the power button whilst logged in to windows. These three symbols are touch sensitive. After pressing the button, a grey symbol will appear on screen for ‘WiFi’. Click this and it will turn green to show it is enabled. The wireless is now enabled.

All these units also have a model number on the bottom of the unit in the black sticker e.g. M76T. This is the number you will need to locate in the drop down lists on the website, so you can locate the correct drivers.

Do not install the driver CD that came with the system as this will not resolve a problem with the Hotkeys, as the driver installed in the factory is newer than what is on the CD.

Zoostorm VME50 Notebook

If you have a VME50 chassis (how to identify a VME50 chassis is in the previous section), the best option is to install the driver from the driver CD that comes with the unit.

Usually this is due to the system receiving a windows update which incorrectly updates your network card driver. Please follow the below guide to resolve the issue. If this fails to help, please call your Internet Service Provider for further assistance.

System Restore – All Operating Systems

The unit comes with a hard drive based recovery solution. If you need to repair the O/S, please follow the below guide.

Click Start

All Programs

System Tools

System Restore

Wait for the next screen to appear

On the next screen, choose a date 5-10 days before the issue first occurred

Follow the on screen prompts to restore the machine back to the chosen date

When it’s complete, leave the machine to reboot and see if the issue is resolved.

If you previously have had internet connection, but have installed an Antivirus/Firewall, you will need to try removing or disabling the software to see if this is the cause of you not being able to connect to the internet.

Likewise, if you have performed a Factory Recovery of the unit and can no longer gain access to the internet, you may have the trial version of Bullguard installed. If you do not complete the trial, it may try to protect you after the trial has expired by blocking network communications.

If you need to remove your antivirus/firewall product, as an example if you have, Bullguard please follow this procedure (this will vary from manufacturer to manufacturer so please read your antivirus/firewall manual).

1.Click ‘Start’

2.Click ‘All Programs’

3.Click on ‘Bullguard’ (this will have a small yellow folder icon by it)

4.Click ‘Uninstall’

5.Follow the on screen prompts to uninstall the software.

6.When the un-installation is complete, you will need to restart your machine to refresh all the settings.

Warranty and Repair Services

Our aim is always to return your Zoostorm system to working order as soon as is within our means to do. Doing this with as little negative impact on you as possible is a real priority for our customer services team. However, we reserve the right to run a set procedure to ensure we fully understand the problem, and take the right action.

A warranty can be called upon, within the life of the warranty, for parts that develop a fault. However, we will need to inspect the original part, still within the PC that has the serial number covered by the warranty.

If you accidentally damage your Zoostorm PC, our repairs department may be able to perform a chargeable repair. You will be liable for the cost of returning the unit to us, and for the cost of the repair. However, we will not undertake repairs without advising you of the final cost. If you do not wish to undertake the repair, we will return the unit to you.

In the unfortunate incident that you need to call on your warranty, you will be issued with a log number from technical support to lodge your claim. You must start all warranty claims by logging the fault with Technical support.

Before you call

Contact technical support on 0344 800 6183

Note your Technical Support Log Number

Locate the original packaging, if you still have it.

We understand that your computer never develops an issue at a convenient time, and not having it can be very stressful. However, we will need to:

Run diagnostics with one of our own technicians (even if you are Bill Gates himself), so we can be sure it is necessary for you to be without your PC during further inspection.

Arrange pick-up and delivery of the unit during standard courier weekday hours of 8am to 6pm. If the pick-up is outside the first 30 days since purchase, then a shipping fee will be applied.

We will want to ensure the unit is packaged appropriately for transport, so it will not incur damage. We can only guarantee this if it is in its original packaging, or we have supplied the packaging. There will be a fee for the supply of additional packaging.

We must be allowed to take reasonable steps to ascertain if the issue was caused by damage, accidental or otherwise. We will always try and offer you a repair where it is possible. However, we will only accept responsibility for the costs if it caused by the failure a component covered by the warranty.